Hotel Reservationist Sandton

Reservationist required for large Hotel and Lodge Group:

JOB SPECIFICATION:

The successful applicant will have relevant experience in handling reservations across multiple properties as well as an in-depth understanding of lodges/hotels and the tourism industry. A passion for hospitality and excellent people skills are a given, as is a collaborative approach, a positive attitude and an inquiring mind. As a senior member of the department, they also need to be inspiring and considerate team players who are invested in the success and well-being of their colleagues.

PURPOSE:

• To manage and enhance the reservations system(s), to ensure the delivery of excellent service in line with our brand values, to nurture guest and trade relationships, and to maximise occupancies and average per-room revenues across the group.
• Building trust, credibility and goodwill with clients and guests
• Prioritising timely and accurate responses to reservation enquiries
• Mastering the required software systems e.g.  Nebula, eRes and Hotelier so that they are always accurate and up-to-date
• Managing bookings from first enquiry to final confirmation and payment
• Handling daily phone and email correspondence with efficiency and warm professionalism
• Efficiently capturing all reservations data with diligence and attention to detail
• Providing guests with accurate information with regards to availability, room types, hotel facilities and rates
• Controlling and maximising occupancy levels by effectively managing overbooking and waitlists
• Cross- and up-selling where appropriate
• Ensuring that all guaranteed bookings are confirmed in the system
• Following up proactively on provisional bookings
• Processing cancellations and amendments
• Ability to understand statements, create and send them
• Resolving any guest complaints as a matter of priority and in conjunction with the relevant departments
• Maintaining strong, continuous communication between the reservations team and the properties to ensure the best possible guest experience
• Effectively managing yield by maximising rates and profitability
• Co-ordinating the distribution of rates
• Organising site inspections and fam trips
• Ongoing monitoring of booking movements, trends and competitor activity
• Acting as a brand ambassador for the Company at all times, leading with the Company’s values

REQUIREMENTS:

• Minimum of 5 years' experience in an inbound reservations position
• Energetic and proactive with a well-developed concept of the importance of providing a world-class guest experience and the ability to deliver that level of service
• Up-to-date knowledge of the environment/industry
• Strong understanding of OTA management
• Excellent interpersonal, communication and organisational skills
• Excellent command of the English language
• Awareness and understanding of a variety of cultures
• Meticulous, precise and always paying close attention to detail
• Ability to remain effective under pressure
• Lateral thinker and creative problem-solver who takes initiative
• Strong team player with a willingness to share information, knowledge and responsibility
• Evidence of the ability to practice a high level of confidentiality
• Desire to maintain good relationships with guests, colleagues and suppliers
• Well-presented and professional
• Curious and intuitive
• Disciplined and self-motivated
• Energetic and optimistic
• Resourceful and proactive

Strong references and a clean track record are mandatory